How should you handle an irate caller discussing a controversial product?

Listening carefully and taking the caller's information is a crucial approach when dealing with an irate caller discussing a controversial product. This method demonstrates empathy and shows that you value the caller's concerns. By actively listening, you allow the caller to express their frustrations fully, which can help to alleviate their anger. It also provides you with essential information that may aid in resolving their issue or escalating it appropriately.

Additionally, listening helps establish rapport and can diffuse tension, creating a more constructive dialogue. Assuming the caller feels heard and understood, they are more likely to become calmer and be open to suggestions or solutions. Taking their information is also vital to ensure follow-up or escalate the case if needed, showing a commitment to resolving their concerns.

In contrast, changing the subject may seem dismissive, and agreeing without understanding the specific issue may not address their real concerns. Directing them to the manufacturer might be appropriate in some cases, but it can also be seen as evading responsibility for customer service and might further aggravate the caller.